Wright Nissan

Wright Nissan responded

We're genuinely sorry to hear about the bumps in the road you've encountered with your recent purchase. We always aim to provide a smooth ride, so it's disappointing to learn that your journey with us hit a few potholes. Let's talk about that rear axle seal replacement. Our Certified Pre-Owned (CPO) vehicles undergo a meticulous inspection process, where we make sure they're as fit as a marathon runner on race day. The rear axle seal replacement under warranty was like a pit stop during this race – necessary, but sometimes it doesn't get announced over the loudspeaker. Our apologies for that. Pretty normal CPO process. Now, onto the other speed bumps – the truck not having a full tank and the low battery in the second key. We hear you loud and clear, and we're sorry for these little quirks. We understand that even small inconveniences can feel like a detour on your journey to enjoying your new wheels. We appreciate your patience and feedback, and we hope the $25 Starbucks gift card we sent helps sweeten the ride a bit. But hey, we know a coffee won't fill up your gas tank or charge that key, so let's chat about what we can do to really rev things up and get you back on track. Your satisfaction is our fuel, and we're revved up to make things right. Expect a call from us soon so we can put the pedal to the metal on finding a solution that leaves you smiling from ear to ear. Thanks for letting us know how we can improve – we're here to turn those bumps into smooth sailing.

nawinchester responded

So, it is easy to "say things", but all that matters is whether or not an organization follows through on what they say. In the case of Wright Nissan in Wexford PA, they do a lot of talking, but very little follow through. Let me elaborate on my experience with this dealership and their leadership, or lack thereof. First, the $25 Starbuck gift card they sent me as a "we are sorry for all the issues you had when you picked up the vehicle", was not activated. When I went to use the card after receiving it, the card had ZERO dollars on it and working staff at Starbucks said it was a fraudulent card that was never activated. TRUE STORY, CANNOT MAKE THIS STUFF UP. Talk about a classless move. In Wright's post on my experience with their dealership, they indicated that they would be following up with me to "right the wrongs" and to expect a call/contact shortly. Well, it has been a week since their post and I have heard from no one. Not a single call. Not a single email. Nothing. So again, it is easy to get on a forum and pretend like you are committed to providing positive customer experiences. To act like you care about addressing the failures of your organization. But it is entirely another thing to actually follow through and do the hard thing, which is right the wrongs that have occurred with a transaction with one of your customers. True to form, and the experience I have had with this dealership, there has been no follow through. Lastly, the saga with rear pinion seal that the Wright Nissan repaired but didn't disclose. Well my local dealership tried to repair the work that Wright Nissan had performed to no avail. Suffice it to say the damage had been done. The issue is not reparable in Nissan's eyes and now Nissan has decided the next best thing to do is replace the entire rear end of the truck at 20,000 miles. Less than 2,000 miles from a purchase with Wright Nissan, who supposedly did a comprehensive Certified Pre-Owned mechanical review of the vehicle before handing it off to me, is now out of commission and awaiting a new rear end to arrive. How's that for quality automotive service work?? I would say that Nissan's CPO process is not truly a meaningful mechanical assessment of a vehicle's true mechanical health OR Wright Nissan's service department is incompetent, lacking sufficient management oversight and controls for the work their technicians are performing. Based on my experience, I am leaning towards the latter. So, if it were me, and I were the leadership of Wright Nissan, I would reach to a customer who was having the same experience I am having and say, hey, we are truly sorry for the experience you are having with your new vehicle. So much so that we are going to fully cover the cost associated with providing you a loaner truck (not a car, since I purchased a truck) until the rear end of your truck is replaced and 100% operational. That would be the WRIGHT thing to do IF Wright was truly sincere about its commitment to standing behind its products, workmanship and its brand. I am guessing based on all that has already transpired with this dealership, I will NEVER hear from Wright Nissan of Wexford PA because that is who they are as a dealership. Wright Nissan 100% fits the image people have of a used car dealership. Just pushing junk out onto the streets without any conscious putting people in vehicles they have NO INTENT of ever standing behind, which presenting a front that they are a customer centric sales/service organization. It is easy to say that you provide exceptional buying experiences, but it is a whole different thing to deliver on those promises. Wright Nissan of Wexdord PA does a lot of talking and very little doing. If you are looking for a Nissan, my recommendation based on my experience would be to keep driving past Wright Nissan and find any other Nissan dealer no matter how far you have to drive to do it. I drove 600 miles to buy my Nissan, and apparently I should have driven even further....

Wright Nissan responded

Dear Sir, We found that the U joints of the driveshaft were so bad in your fiancé's vehicle that it was unsafe to drive, which is why we recommend replacing the driveshaft. To imply we would take advantage of her is irresponsible, as our concern first and foremost is for the safety of our customers. Our shop has an outstanding reputation, we're sorry that you did not agree with our diagnosis of the vehicle.

Avery Festa responded

I took the car to another shop the very next day and they put it up on a lift and showed me that the ujoints, axle, and driveshaft were all fine. I saw it with my own eyes. If they were bad why wouldn't the shop that inspected it 2 weeks earlier fail it and do the repairs themselves? Your reputation is not outstanding and whether a car passes state inspection is not a "diagnosis" its a state-wide standard that has hard guidelines. A licensed inspector passed the car and deemed it safe to drive. It's despicable behavior to try and charge 2800 on a car that was just inspected and to try and use scare tactics to get your money. Utterly reprehensible.

Wright Nissan responded

Thank you for the feedback. Unfortunately after our video call to show you the vehicle and discuss trade, we were unable to come to an agreement on the LR Defender. Our price on the Defender was firm, and you wanted us to discount it another $5k which we simply are not willing to do. Good Luck on your search!